FAQs

Register an account with us before you start shopping or upon checkout. It’s as easy as ABC: a) Click on the ‘Register’ button by mousing over to the ‘My Account’ icon on the top right of the page (or found at the top right corner of the page). b) Fill in all the required details and click ‘Submit’.For customers below 18 years of age, shopping transactions should be performed only with the involvement and permission of a parent or guardian.

2) Signing up for ONECARD.

You will also be prompted to sign up for ONECARD once you have signed up as a ONESHOP member, or at the Checkout page. Customers aged 18 and below may sign up for ONECARD online with their parent’s consent. For customers aged 12 years and below, kindly visit our Customer Service or the Concierge, 3rd Floor Highstreet, 1 Utama Shopping Centre with a legal guardian to apply for . (Please refer item 4 for more information).

3) What is ONECARD?

ONECARD is 1 Utama Shopping Centre and ONEShop’s loyalty program that rewards its members with endless privileges for shopping, dining, entertainment & parking around Bandar Utama. For more details, kindly refer to http://www.ONECARD.com.my/ONECARD?fact#Facts

4) What is ONECARD KIDS+?

ONECARD KIDS+ is applicable for children aged 12 years and below. The parents must be valid ONECARD members or The Club members. ONECARD KIDS+ cannot be applied online, applicants may only sign up for ONECARD KIDS+ with a legal guardian at any Customer Service Centres or at Concierge, 3rd Floor Highstreet, 1 Utama Shopping Centre. For more information, kindly refer to http://www.ONECARD.com.my/ONECARDKids?fact#Facts

5) What are UPoints?

UPoints are points that can be converted to cash value as you accumulate them from each purchase made on ONESHOP.com.my and ONECARD participating outlets in 1 Utama Shopping Centre. • For every RM1 spent, 1 UPoint is earned. (Kindly note that the purchase of any ONECARD e-gift cards, e-angpows and any costs incurred for the application/renewal of ONECARD will not earn you UPoints) • You may utilize your UPoints at ONESHOP and ONECARD participating outlets in 1 Utama Shopping Centre. (100 UPoints = RM1) • Do note that UPoints will not be rewarded for any shipping costs incurred. • “Total Payment” refers to the amount chargeable by the seller for the purchase made after deduction for any discounts, rebate, service charges and GST.

6) Do I need to signup for ONECARD in order to be a ONESHOP account?

Yes, to make a purchase on ONESHOP, you are required to sign up for a ONECARD account to link with your ONESHOP account.

7) Can I sign up for a ONEShop account with ONECARD KIDS+?

Yes, you may sign up for a ONESHOP account with your ONECARD KIDS+ with your parent’s consent.

8) Why can’t I sign up for ONECARD? What should I do?

To sign up for ONECARD, please make sure that: • you are at least 13 years of age • your ONECARD is not in deactivated. Kindly contact our customer service at 03-77108118 or email us at oneshop@1utama.com.my for assistance.

9) I forgot my password. What should I do?

It’s okay, we have all forgotten our passwords at some point in our lives. All you have to do is follow the simple steps below: I. Click on the ‘Forgotten password?’ button on the login page II. Key in the email you used to register the ONESHOP account III. A temporary password will be sent to your email IV. Login using the temporary password V. Upon logging in, you may change the password in your “My Account” page VI. Try not to forget it again :p

10) I forgot my ONECARD pin number

You can reset your ONECARD 6-digit pin number by clicking here (http://www.onecard.com.my/User/ForgotYourPin). Alternatively, you may head over to the Concierge located at 3rd Floor Highstreet, 1 Utama Shopping Centre to reset your ONECARD 6-digit pin number.

11) How do I place an order?

Products on ONESHOP are irresistible (we know!), follow these simple steps to make them yours! a) At the product page, after making the necessary selection e.g. size, color, and quantity, click ‘Add to Bag’. Repeat this step for all the items that you’d like to purchase. b) Mouse over to the shopping bag icon on the top right of the page and click ‘Checkout’. c) At this stage, you’re required to sign in to your account (if you haven’t already). For new customers, you’re required to register for an account in order to proceed. d) At the checkout page, complete all the steps by filling out the necessary details (remember to double check the details) and click ‘Checkout’ at the end of the form.

12) How do I edit my account information?

In the ”My Account” page, click“Edit information” and you may amend your details.

13) How do I view my ordered items?

In the “My Account” page, click “My Orders”.

14) Can I cancel/amend my order after payment?

If you have changed your mind after confirming your order, kindly contact us as soon as possible (within 1 hour) by calling our Customer Service at 03-77108118 within mall operating hours and we will try to amend your order accordingly. Note: If you have already received the “Order Confirmation” email before contacting us to cancel your order, there is no guarantee that we can cancel the order as the payment should have already been processed by the Bank at that point of time. However, we will try our best to do what we can.

15) It’s past the estimated delivery date, but I have yet to receive my parcel, what should I do?

If you have not received your parcel after the estimated delivery time frame, kindly contact our Customer Service by email: oneshop@1utama.com.my or call: 03-77108118 within mall operating hours.

16) Item(s) is (are) missing from my parcel, why is that and what should I do?

We’re terribly sorry to hear about such unfortunate incident. Customarily, we will notify you if there are any delays for the delivery. Otherwise, please contact ONESHOP Customer Service by email: oneshop@1utama.com.my or call: 03-77108118 within mall operating hours, we’ll be glad to help.

17) What should I do if I receive a faulty/wrong item(s) in my order?

You may return the faulty/wrong item easily by following the return guide stated in item 29.

You can opt for standard delivery for goods to be delivered to your doorstep or simply Click&Carry your purchased goods from our concierge.

21) What is Click&Carry?

Click&Carry is a free service dedicated to ONESHOP customers that offers all benefits of shopping online with the added convenience of picking up your purchased item(s) at your convenience at 1 Utama Shopping Centre. Any purchases made online can be collected at the Concierge located at 3rd Floor Highstreet, 1 Utama Shopping Centre.

Note: If the purchased item(s) is (are) not collected within seven (7) working days, the order may be subject to cancellation, where a refund will be made after the deduction of transaction charges, bank fees and other costs incurred by ONESHOP.

Curbside Pickup (Coming Soon)

Curbside Pickup is a free service to make your online shopping more convenient. Saving you the hassle of finding parking during peak and festive periods, you may choose to drive by at the designated Curbside Pickup Drive Ins to pick up your online purchases. No need to get out of your car! Our porters will bring your order to your car.

22) Does ONESHOP provide free shipping?

We provide free shipping for orders above RM100.00 for Peninsular Malaysia and orders above RM200.00 for East Malaysia. For orders below RM100.00, a delivery cost will be charged for standard delivery – RM10 for Peninsular Malaysia and orders below RM200.00 , a delivery cost will be charged for standard delivery - RM20 for East Malaysia.

Note:

- Certain products are not eligible for free shipping, such as fragile items, bulky items, promotional items or special deals that require special delivery at an additional cost. Please refer to individual product details.

- Order
amount is excluding any ONECARD Privileges+ products; and is after deducting
any discount plus promo/voucher code usage.

Alternatively, you can also opt for Click&Carry at the Concierge located at 3rd Floor Highstreet, 1 Utama Shopping Centre, which is free of charge with no minimum purchase amount.

23) What if I am not around to receive the item(s) during the stipulated time of delivery?

If the item(s) is/are not delivered to you successfully on the first attempt, our delivery service providers will provide a notification card with further instructions to arrange an alternative date for re-delivery or method of self-collection. However, if the item(s) is/are still unsuccessfully delivered to you on the second attempt, the item(s) will be returned to us where we will refund the amount you paid for the purchase (after deducting costs and expenses incurred by us in attempting to re-deliver the item to you).

24) Does ONESHOP provide express delivery?

No, only standard delivery and Click&Carry are available at the moment.

25) How do I track my order?

A tracking code will be sent to you via email (subject: Notice of Delivery) once your parcel is shipped, and you can check the delivery status by clicking on the link provided in the same email.

Note: It may take up to 24 hours for the courier service to update the status of your parcel into their database.

You may also check the status of your order by viewing “My Order” in the “My Account” page.

26) What is the delivery lead time?

Peninsular Malaysia: 3-5 working days East Malaysia: 7-14 working days Electronics coupons/vouchers: Immediate delivery upon completion of checkout of your order You may also check the delivery status of your purchase online with a tracking code given by the courier delivery service provider.

All returns of items and requests for refund or replacement must be done within the time frames set out below depending on the location of your delivery address:West Malaysia: Within 7 days from the date you have received the Item.East Malaysia: Within 14 days from the date you have received the Item.Electronic coupons and vouchers: Within 7 days from the date you or your recipient has received the electronic coupons or vouchers.

29) Under what conditions can I return my item(s)?

You may return the item(s) and request for a refund or replacement under the following conditions:a) Item is not of merchantable quality or fit for its purpose or has a manufacturing defect;b) Item supplied by the merchant is damaged;c) Item is incorrect or does not accord with your order or the merchant listings;d) Delivery of the Item does not comply with the specifications by the merchant relating to packaging or delivery method;e) Delivery of the Item is delayed due to the fault of the operator or merchant; orf) At customer's convenience so long as the cancellation is within the operator's return policy and is within the time frame stated above.

30) What are the guidelines I should adhere to if I want to return an item?

You may request for either a refund or a replacement of the same item, provided the following guidelines are met:a) Item is returned within the time frame;b) Any request for replacement must be for the same Item with the same retail price as the item purchased and will always be subject to the merchant’s confirmation on its availability;c) Product purchased must be in the same condition as when it was originally received by You;d) Product must still be in the original packaging, if applicable;e) Proof of purchase such as the invoice and courier delivery slip evidencing postage paid for the return of the Item to the operator (where applicable) must be provided to the operator;f) Product tags must not be removed nor tampered with;g) Items specified as “Non-returnable/refundable/replaceable Items” are not allowed to be returned, refunded or replaced; h) ONECARD Gift Cards with their value in UPoints credited into their ONECARD are not refundable under any circumstances;

31) Will I be charged for any cost or expenses arising from the return, refund or replacement?

All costs and expenses including all transaction charges and bank fees arising from the return, refund or replacement under the reason of Customer’s convenience, including but not limited to delivery charges imposed by our courier delivery service provider (where applicable), will be borne by the customer requesting for such return, refund or replacement.

32) How do I return a purchased item from ONESHOP?

i. Return at Concierge You may bring the item you wish to return to the Concierge, 3rd Floor Highstreet, 1 Utama Shopping Centre within the stipulated time frames stated in item 28. Once the item has been examined by our friendly Customer Service Personnel, and found to be in acceptable condition, you are required to fill up an item return form. ii. Return via CourierAlternatively, you could send the items back to us via courier if you are unable to bring the items to the Concierge for the return to be processed. 1. Go to “Recent Orders” in the “My Account” page and click on the ‘Return’ button at the specific order to access the Online Return Form (If the ‘Return’ button is not there, it simply means the order has already passed the stipulated return time frames) 2. Fillup the Online Return Form and click ‘Submit’3. Deliver the item(s) back to us through any courier service of your choice and remember to keep the receipt and tracking number as a proof of your returnOnce we have received the returned product from you, an email (subject: Return and Replacement Confirmation) will be sent to you. After the examination of items, you will be refunded with the product value and shipping fee incurred to return the product in UPoints if the terms and conditions are met.

33) Will the shipping fees for returns be covered?

Yes, we will cover the shipping fee for your returns for any circumstances stated in item 28 (A – E, except F). If the reason for return is at customer’s convenience (I don’t like the product), the return shipping fee will not be reimbursed to customer.

Example: If your purchase is RM50 + RM10 postage fee, and the return postage fee is RM6. We will only refund RM50 + RM6 (the postage fee that you paid to return the item to us).

34) How long does it take to process the refund?

Refunds will be made to you in UPoints which can be utilised for your next purchase (either on ONESHOP or 1 Utama Shopping Centre). UPoints are expected to be released into your ONECARD account within 3 working days upon receiving the Return Confirmation email.

You may replace your item if it matches the following criteria: • wrong/mistaken order • damaged/defective item (within 3 days upon receiving the item) • fraudulent transaction • or if you are simply dissatisfied with your purchase (at customer’s convenience)

Note: Items under the category of “Non-returnable/refundable/exchangeable Items” are not allowed to be returned/replaced.

36) What are the procedures to replace items?

There are two ways to do it:i) By post - Fill up the online return form (refer to item 28) - Deliver the parcel back to us through any courier service and remember to keep the receipt and tracking number as a proof of your return - A confirmation email will be sent to you upon receiving the returned items - Once the returned item has been examined, we will proceed to send the replacement item to you (subject to stock availability)ii) Return item at the Concierge - Bring along your item and order invoice to the Concierge at 3rd floor Highstreet, 1 Utama Shopping Centre - Upon examination of the item by our team, we will notify you through email and proceed with the replacement process.

37) Am I allowed to request for replacement and refund items from the same order?

Yes, you will have to indicate clearly on which items you would like to replace or refund in the Online Return Form.

38) Will I be charged for replacements?

No worries! You will not be charged for any replacements. We will refund the shipping fee incurred by you for the delivered items back to us upon examination.

39) How long does it take for me to receive the replaced item?

The replacement orders will be processed as soon as we receive the returned items from you. Upon examination by our team (which may take up to 2-3 working days), the replacementitems should be shipped back to you within 5 working days from the day we receive the returned items for Peninsular Malaysia, 7-14 days for East Malaysia.

Depending on the merchant and types of items, please refer to the individual item page for its warranty information. Alternatively, you may bring the item to the merchant store in 1 Utama Shopping Centre with the receipt and warranty card (if any).

42) Where are the warranty centers?

The warranty centers’ location varies for each brand. Please refer to the item description for more information.

43) Do I need to pay for repairs?

Please refer to the warranty cards for respective products for more information.

We currently accept the following payment methods: A. Credit/ debit card Payment via MasterCard and VISA which are issued by Malaysia-registered banks only. B. ONECARD UPoints You may utilize ONECARD UPoints from your ONECARD account. C. Partial payment You can opt for partial payment by paying with credit/debit card and ONECARD UPoints.

45) How do I check on the status of the payment?

All successful transactions will receive a confirmation email that contains the status of your order.

46) I’ve made my payment but I’ve yet to receive a confirmation email within 2 working days. What should I do?

Kindly contact ONESHOP customer service by e-mailing us at oneshop@1utama.com.my or call 03-77108118. You may also drop by at Concierge located at 3rd floor Highstreet, 1 Utama Shopping Centre for assistance.